Job Description

Customer Service Assistant 2 - Full Time 029547
Organisation - Planning/Performance Reporting
Job - Customer Service Assistant
Position Type - Full Time

Customer Service Assistant 2 – Full Time

Please note that applying for this role means you have read and understood this advert and any associated links.

This Customer Service Assistant 2 vacancy is to recruit to a waitlist for permanent opportunities as they arise. We will be offering roles on an ongoing basis over the next year.

Closing date for Applications: Sunday 24th March 2019 @ 23:59

Please note: Due to the expected high response to these vacancies we reserve the right to close this campaign once we have a suitable pool of applicants, which could be prior to the published application closing date.

About us

Transport for London leads the way as a unique public service – and it's a great place to develop your career. We treat our staff with the same commitment we give our customers; their satisfaction is a measure of our success.

About you

If you get a real buzz from helping people and are passionate about assisting customers, come help us demonstrate that "every journey matters", and ensure that our customers remain at the centre of everything we do here at London Underground. Not only will you enjoy a highly competitive salary and benefits package – you will also be part of a team committed to exceptional service delivery.

We are looking for friendly, reliable, helpful people with outgoing personalities and a genuine passion for delivering outstanding customer service. We are looking for confident people who can quickly take in information about our services, become experts on their local working areas and promote a positive image at all times.

You must also be prepared to work a shift pattern which will involve late nights [finishing as late as 1.30am] and early starts [starting as early as 4.30am]. This could be at any location in London.

The role

To deliver exceptional service to all London Underground customers, providing assistance according to all customer needs including ticketing and enquiries. You will be our public face: proactively approaching customers who may need help purchasing tickets, advising them on their journeys with real time information whilst providing a welcoming presence throughout the station.

Key Accountabilities

Customer service: deliver world-class service by actively providing assistance to customers, including those with special requirements, with service information, help and advice on ticketing.
Ticketing: Provide active support and advice to customers at Ticket machines including the use of staff-enabled functionality. Float, service and consolidate cash from ticket machines where directed.
Incidents and emergencies: assist to ensure the safety of customers and staff, and to restore service as quickly as possible, in line with London Underground's rules and procedures (as directed).
Station support: Support the smooth operation of the station environment. This could include carrying out checks, taking steps to alleviate congestion, prevent overcrowding and assisting customer flow and evacuation where necessary. Resolve local issues or report faults as required.

Be 18 years old and over and be eligible to work in the UK
If you have a visa then it should be valid for at least 6 months from 1st April 2019.
Be able to work any day including any relevant public holidays
Be able to work in any location covered by the London Underground Network.

Location

You will be assigned to an Area within a Cover Group and could be required to work at any of the number of stations within that Cover Group. Area’s can be anywhere covered by the London Underground Network.

Shifts

As a Customer Service Assistant you will be required to work on any day of the year. You will also be required to work a variety of shift patterns. Each shift is approximately seven and a half hours long and shifts start as early as 04:30 and finish as late as 01:30.

This is a full time role and will be spread across a variety of shift patterns. We are unable to offer a fixed shift pattern.

Salary: £26,111 per annum

Application Process

The process consists of 4 stages including attending an Assessment Centre. You will need to pass each stage to progress to the next:

Stage 1: Online Application Form

As part of the application process you will be asked a number of screening questions. Please take care when answering these questions, as submitting an incorrect answer will result in your application being declined.

Stage 2: Online Situational Judgement Test

Once your application has been submitted and if you are successful, we will send you the link to complete the online Situational Judgement Test (SJT). We strongly advise you to read the following guidance before completing the test. This will explain what an SJT is and gives you a few tips of how to complete it. Please note, this is not a timed test, therefore you can complete at your own pace. You must complete this test alone, we will be investigating any allegations that suggest otherwise and this may result in disqualification.

Stage 3: AC1 - You will complete the following pencil and paper tests

· Data interpretation

· Written Communication

Stage 4: AC2

· Customer service role play

· Competency Based Interview

Please be aware that communicating the outcomes of the Assessment Centres may take 10-14 days after your assessment event.

Campaign Timetable

The campaign is running to a very specific delivery timescale as determined by the business and there will only be enough slots for the number of candidates invited. Dates for the Assessment Centre will be opened on a rolling basis so you it’s advised that you book as early as possible. Please note that no further dates will be made available.

Assessment Dates

SJT stage - The SJT will be sent automatically on the successful completion of your application and you will have 5 days in which to complete from the date it was sent. If you have not received the email within 24 hours of submitting your application, please check your junk/spam emails or alternatively, and a copy can be found in your Taleo history, which you can access using the returning users page. No extensions will be granted, therefore If you are unable to complete your test within the 5 days, we would advise you to refrain from submitting your application at this time. If you do not complete the SJT within 5 days of receiving the email, you will be automatically removed from the process. Please note: The SJT is not compatible with mobiles or tablets so please ensure you have access to a PC or laptop to complete your test. The test is not timed so you can complete in your own time.

Attending an Assessment Event

You will receive an email request inviting you to book into an assessment event. You will receive confirmation of your booking together with any relevant information required for your assessment at the time of booking.

Please ensure:

You have an active email address where correspondence, invitations to assessment events and practice material can be sent
All your contact details including phone numbers, address and email are updated and current on your application

Candidate Charter

You can download a copy of the Candidate Charter here. This outlines our commitment to you as a candidate by providing insight into our recruitment process. It also outlines our expectations with regards to your engagement with us, to ensure that you receive the best recruitment experience possible, as we believe you should know the standards of service you can expect from us. You must read this document prior to submitting your application in order to understand every aspect of the process.

Reasonable Adjustment Process

If you require reasonable adjustments, you must notify the recruitment at least 48 hours (excluding weekends) prior to your scheduled assessment event to allow us to accommodate your requirements. You will then be sent a confirmation email which you will need to bring to your assessment. If you fail to bring this on the day your adjustments will not be granted and you will be unable to re-book.

We will consider that you are the expert regarding your own requirements and we will consider all requests fairly within the context of the role.

Please take the time to read the Disability Charter here.

Notice of Cancellation

We require you to give a minimum of 48 hours' notice of cancellation or re-schedule. Non-attendance at your Assessment Event may lead to your application being withdrawn.

Please note: Your assessment may be rescheduled once only and reschedules will only be granted if there are assessment slots available, so please make sure you check you can make an appointment before booking. Subsequent cancellation may lead to your application being withdrawn. If you do not follow the process outlined in the Candidate Charter you risk being withdrawn from the campaign.

Outcomes

Outcomes for the assessment will be provided 10-14 days after your assessment event.

Feedback

Due to the volume of applications, we are unable to provide any feedback.

Appointment to Post

In order to be appointed to a post, candidates must successfully pass a basic criminal records check, employment referencing, medical screening and a drug & alcohol test.
Appointment to post is subject to successful completion of training. Should candidates fail this training their offer of employment will be terminated.
Although you may be successful and offered the role – you may not commence employment in the role or start training immediately. There may be a requirement to delay your start date until you are required.

Training

Appointment to the post is subject to successful completion of a full-time training course which will take 4 weeks to complete depending on licences currently held, including classroom based training and live station training. Candidates who do not pass the training will have their offer of employment withdrawn.

Additional Information:

We require all applicants to visit our frequently asked questions page which will give you a further understanding of the role and its wider associations. You can also download it here.

TfL aspires to be as diverse as the city we serve and we welcome applications from all sections of the community.

Contacting Us

If at any time you need to speak to anyone within the Recruitment Team then please contact us on 0333 0062939 (option 1) or alternatively email us at support@tfljobs.co.uk